Refund policy

Thank you for shopping with Decibel.shop. This Refund Policy explains your rights and our procedures regarding returns, refunds, exchanges, and statutory cancellation or withdrawal rights available to eligible consumers.

Nothing in this policy affects any statutory rights available to consumers under applicable consumer protection laws.

Right of Withdrawal – EU Consumers

If you are a consumer residing in the European Union, you may have a statutory right to withdraw from your purchase contract within fourteen (14) days without providing a reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods.

To exercise your right of withdrawal, you may submit a request using the Withdrawal Form available on our website or contact us at support@decibel.shop.

Upon receipt of your withdrawal request, we will provide confirmation of receipt without undue delay.

To meet the withdrawal deadline, it is sufficient for you to submit your withdrawal request before the withdrawal period has expired.

Right to Cancel – UK Consumers

If you are a consumer residing in the United Kingdom, you may have a statutory right to cancel an eligible online purchase within fourteen (14) days without providing a reason, in accordance with applicable UK consumer protection legislation.

For goods, the cancellation period generally expires 14 days after the day on which you, or a third party nominated by you (other than the carrier), acquires physical possession of the goods.

To exercise your right to cancel, please contact us at support@decibel.shop before the cancellation period expires. After notifying us of your decision to cancel, the goods must be returned in accordance with the return instructions provided by our customer support team.

Unless otherwise agreed by DECIBEL or required by applicable law, the customer is responsible for the direct cost of returning the goods. Due to the size, weight, and nature of some DECIBEL products, return shipping costs may be substantial, particularly for palletised or oversized shipments.

The statutory right to cancel may not apply to goods that are made to the customer's specifications, personalised, custom-sized, custom-coloured, custom-printed, or otherwise manufactured specifically for the customer.

Nothing in this section affects your statutory rights in relation to goods that are faulty, damaged, incorrectly supplied, or otherwise not in conformity with the contract.

Returns – United States and Canada

For customers located in the United States or Canada, returns are accepted in accordance with this Refund Policy and subject to any mandatory consumer rights applicable in the customer's state, province, or territory.

Unless a return is required due to a defective, damaged, or incorrectly supplied product, customers must contact us at support@decibel.shop before returning any goods and obtain return authorisation and shipping instructions.

Unless otherwise agreed by DECIBEL or required by applicable law, the customer is responsible for all costs associated with returning goods from the United States or Canada. These may include international transportation, courier or freight charges, customs processing fees, brokerage fees, duties, taxes, and other charges associated with the return shipment.

Original shipping charges, customs duties, import taxes, brokerage fees, and similar charges are non-refundable except where required by applicable law.

Due to the international nature of these shipments and the size and weight of many DECIBEL products, return transportation costs may be significant. Customers are therefore encouraged to contact us before placing an order if they require assistance confirming product suitability, dimensions, quantities, colours, or technical specifications.

Custom-made, personalised, custom-sized, custom-coloured, custom-printed, or otherwise specially manufactured products are generally not eligible for return due to a change of mind, except where required by applicable law or where the goods are defective, damaged, or incorrectly supplied.

Consumer protection laws may vary between U.S. states and Canadian provinces or territories. Nothing in this Refund Policy excludes or limits any consumer right or remedy that cannot lawfully be excluded or limited.

Conditions for Returns

Products eligible for return should be returned in good condition and, where reasonably possible, in their original packaging.

You may inspect and handle the goods to the extent reasonably necessary to determine their nature, characteristics, and suitability, where such a right is provided by applicable consumer protection law.

Where applicable, you may be responsible for any diminished value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics, and functionality.

Products should be securely packaged for return to prevent damage during transportation. DECIBEL reserves the right to take into account damage or loss of value resulting from inadequate return packaging where permitted by applicable law.

Please retain proof of purchase, as it may be required to process your return.

Return Procedure

Before returning any product, please contact our customer support team at support@decibel.shop.

Once your withdrawal, cancellation, or return request has been received and reviewed, we will provide instructions regarding the return process and the appropriate return address.

Where applicable, we may provide a return shipping label or arrange collection of the returned goods. Any applicable return shipping arrangements and costs will be communicated during the return process.

Please do not send products back without first obtaining return authorisation from our customer support team. Unauthorised returns may be delayed or, where permitted by applicable law, refused.

The customer is responsible for return shipping costs unless otherwise stated in this policy, agreed by DECIBEL, or required by applicable law.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If you receive a damaged, defective, faulty, or incorrect item, please contact us as soon as possible at support@decibel.shop and provide photographs of the product, packaging, and shipping label where possible.

For products damaged during transportation, we strongly recommend retaining all original packaging until the claim has been reviewed, as photographs or inspection of the packaging may be required by the carrier.

We will review the issue promptly and work with you to arrange a suitable resolution, which may include a replacement, repair, refund, or other remedy as required by applicable law.

Where DECIBEL confirms that goods were supplied incorrectly or arrived damaged or defective, DECIBEL will cover reasonable return or replacement shipping costs where required by applicable law or otherwise agreed with the customer.

Refunds

Once returned goods have been received and inspected, we will notify you of the outcome of your refund request.

If approved, refunds will be issued to the original payment method used for the purchase unless otherwise agreed or required by applicable law.

Where a refund is due following a valid exercise of a statutory right of withdrawal or cancellation, we will process the refund within the timeframe required by applicable law.

For EU consumers exercising a valid statutory right of withdrawal, refunds will be processed no later than fourteen (14) days after receiving the returned goods or receiving evidence that the goods have been returned, whichever occurs first, subject to the applicable legal requirements.

For customers in other jurisdictions, refunds will be processed within the timeframe required by applicable law and our payment processing procedures.

Please note that your bank, card issuer, or payment provider may require additional time to process and post the refund to your account after it has been issued by DECIBEL.

Any deductions permitted by applicable law, including deductions for diminished value resulting from excessive handling of returned goods, may be applied before the refund is issued.

Exchanges

If you wish to exchange a product, please contact our customer support team before returning the item.

Exchange requests are subject to product availability, eligibility for return, and the condition of the returned item.

Any difference in price, shipping costs, customs charges, duties, taxes, or other applicable charges associated with the replacement product may be payable by the customer unless the exchange results from a defective, damaged, or incorrectly supplied product or applicable law provides otherwise.

Non-Returnable Items and Exceptions

Certain products may be exempt from statutory withdrawal or cancellation rights or may otherwise not be eligible for return where permitted by applicable law.

Examples may include:

• Gift cards;

• Custom-made or personalised products;

• Products manufactured to the customer's specifications;

• Custom-sized products;

• Custom-coloured or specially finished products;

• Custom-printed products;

• Products that have been modified, cut, drilled, installed, or otherwise altered after delivery;

• Other items exempt from withdrawal, cancellation, or return rights under applicable consumer protection legislation.

Many DECIBEL products are manufactured specifically for individual orders. Where a product is manufactured according to customer-selected dimensions, colours, finishes, prints, specifications, or other personalised requirements, it may be considered a custom-made product and may therefore not be eligible for cancellation or return due to a change of mind.

This exclusion does not affect any rights you may have in relation to products that are defective, damaged, incorrectly supplied, or otherwise not in conformity with the contract.

Where a product is exempt from a statutory withdrawal or cancellation right, this will be indicated on the relevant product page or communicated during the ordering process where required by applicable law.

International Returns

Customers returning products across international borders are responsible for ensuring that the return shipment is correctly documented and clearly identified as returned merchandise where appropriate.

Unless otherwise agreed by DECIBEL or required by applicable law, the customer is responsible for any shipping charges, customs documentation, brokerage charges, duties, taxes, or other costs associated with an international return.

DECIBEL is not responsible for delays caused by customs authorities, carriers, incorrect customs documentation, or other circumstances outside our reasonable control.

Please contact our customer support team before arranging an international return so that we can provide the appropriate return address and shipping instructions.

Contact Information

If you have any questions 

regarding this Refund Policy, your order, a return, or your statutory rights as a consumer, please contact us at: support@decibel.shop

Our customer support team will be happy to assist you.